Fail to hear customers needs

I would like to share a bitter experience I had with capitec recently. I went to a branch to apply for a credit card which failed to complete online. When I asked how long the application would take I was told 10 minutes. That 10 minutes turned out to be almost 2 hours. I have an existing loan with capitec and the repayment is debited on another account at a different bank. The consultant said it shouldn't be like that and changed the debit mandate without telling me, she just made me sign forms which I thought was for the credit card application. When I asked about why I am not able to transfer money between accounts onto my loan she had no answers and did not help at all and pretended later that I didn't ask about the matter. When the application concluded the consultant needed confirmation of employment. she could not take info from me which is understandable. I struggled with that because our company moved premises. I was told to bring a letter stating confirmation of employment and the procedure could be finalized. I went back the next day WITH the requested letter and she showed me that I wasted my 2 hours the previous day because she still sought confirmation via telephone. When that matter was settled I had options. Where I came in seeking a credit card I felt pressured into considering loan options. That did not impress me at all especially considering the fact the *********** consultant had no input regarding paying extra onto my loan account from another account. Capitec can do better...